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Customer Service – Excellent Customer Service

Duration: 

2 days

Number of participants:

7

Cybele team:

1 trainer for both days
1 actor joining day 2

Equipment needed:

Training room large enough to house 7 people comfortably with space for smaller group work and room to move around. Also 2 x flipcharts & paper; projector and screen please

We will also supply our Digital Voice Coach System.

Programme materials:

Will be supplied by Cybèle including joining instructions for distribution in advance of the programme.

Who's this course for?

Existing and newly recruited staff who are looking to increase their knowledge, skills and confidence.

Overview

The aim of this programme is to ensure that staff deliver great customer service in a professional and company focused manner, whilst being able to handle stressful situations in a competitive environment.
It teaches them to be proactive, take ownership and recognise the importance and benefits (to the customer and your business) of efficient and professional management of customers. It will also give them an insight into operating more effectively as a Customer Service team and as individuals.

They will also learn how to communicate effectively with both internal and external customers to help control challenging situations and achieve a positive outcome in a professional manner. Highly interactive ‘Real play’, phone coach and practice sessions throughout the course help embed the messages.

The course will be built around situations common to your business.

Objectives

• Recognise the importance of excellent customer service and how they can contribute to it
• Identify their strengths and areas for development within the team
• Acknowledge the importance of communication methods – words, voice and telephone skills
• Understand how we perceive our customers and how that affects our behaviour towards them
• Choose a from a variety of strategies in order to handle different behaviours
• Plan how to operate more effectively as a team and as individual to continually improve service

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